Job Description
Payroll-Direct Bank Payroll
Job Purpose
• To engage regularly with the Imperia customers as defined by the contact policy and provide a
Consistent & a Superior Digital Experience. Ensuring that customers get world-class services and their needs
are understood and met through financial products that the Bank has to offer.
• To enhance Customer Relationship & while doing so, Educate, Encourage & Induce the customers to
use the Digital mediums for their banking transactions/ needs, while keeping a "window' to talk to the bank
whenever customer needs.
• Responsible for meeting the scorecard targets and portfolio benchmarks set and that all guidelines
and regulatory requirements are followed.
So that the VRM becomes the top of the mind recall amongst the customers in the catchment for all their
financial needs and services, thereby ensuring that the VRM also achieves the key performance parameters
set
Job Responsibilities(JR) : 6 8 Areas Actionable (4-6)
Customer Engagement • Continuous engagement with the portfolio
customers mapped (500 to 600 groups/ PF) as per the
contact policy, with accurate & complete capture of
interaction details.
• Call handling as per defined standards.
• Accurate resolution for customer queries.
• Promoting Digital Banking services for a superior
customer service experience.
• Profiling of customers in order to aid right cross-
servicing of Bank products
• Accurate logging and resolution of complaints.
• Attrition control of customers.
• Regular interactions with the customers and pro-
actively assessing customer needs.
• Deepening relationship by cross selling 'sticky
products' like Demat, Bill Pay, Advisory etc.
• Ensure portfolio quality of relationship while racing
considering eligibility.
• Monitor large amount movements and account
closure from the deposit accounts.
• Ensure retention of customers
Achievement of portfolio parameters • Meet the defined objectives of the Portfolio
managed by the respective Imperia -VRM
Sales • Right cross-sell of products basis profiling and
engagement.
• Penetration of products across groups.
• Sales across all product segments-TPP, Assets, Cards
etc.
• Acquiring & grouping of all related IDs of the
Primary ID.
• Use of triggers to track maturity of FDs, movement
of CASA balances etc and prevent outflow.
• Ensure Staff are trained on product knowledge and
requisite certifications.
• Income to be generated at a customer level.
Interaction Quality • Achieve Quality benchmarks defined from time to
time.
• Complete and accurate capture of call interactions,
including profiling thereby aiding relationship management.
Audit and Service Quality • Ensure all laid down system and process are
followed as stipulated by Audit and Senior Management
• Ensure accurate and timely submission of financial
transactions.& requests.
• Adherence to set processes of updating customer
interactions in CRM next.
MIS – Reporting • Ensure timely submission of Customer base review
/ reports as requested by Central Team / Senior
Management.
Educational Qualifications (examples listed
below)
Key Skills(examples listed below
Job Purpose
• To engage regularly with the Imperia customers as defined by the contact policy and provide a
Consistent & a Superior Digital Experience. Ensuring that customers get world-class services and their needs
are understood and met through financial products that the Bank has to offer.
• To enhance Customer Relationship & while doing so, Educate, Encourage & Induce the customers to
use the Digital mediums for their banking transactions/ needs, while keeping a "window' to talk to the bank
whenever customer needs.
• Responsible for meeting the scorecard targets and portfolio benchmarks set and that all guidelines
and regulatory requirements are followed.
So that the VRM becomes the top of the mind recall amongst the customers in the catchment for all their
financial needs and services, thereby ensuring that the VRM also achieves the key performance parameters
set
Job Responsibilities(JR) : 6 8 Areas Actionable (4-6)
Customer Engagement • Continuous engagement with the portfolio
customers mapped (500 to 600 groups/ PF) as per the
contact policy, with accurate & complete capture of
interaction details.
• Call handling as per defined standards.
• Accurate resolution for customer queries.
• Promoting Digital Banking services for a superior
customer service experience.
• Profiling of customers in order to aid right cross-
servicing of Bank products
• Accurate logging and resolution of complaints.
• Attrition control of customers.
• Regular interactions with the customers and pro-
actively assessing customer needs.
• Deepening relationship by cross selling 'sticky
products' like Demat, Bill Pay, Advisory etc.
• Ensure portfolio quality of relationship while racing
considering eligibility.
• Monitor large amount movements and account
closure from the deposit accounts.
• Ensure retention of customers
Achievement of portfolio parameters • Meet the defined objectives of the Portfolio
managed by the respective Imperia -VRM
Sales • Right cross-sell of products basis profiling and
engagement.
• Penetration of products across groups.
• Sales across all product segments-TPP, Assets, Cards
etc.
• Acquiring & grouping of all related IDs of the
Primary ID.
• Use of triggers to track maturity of FDs, movement
of CASA balances etc and prevent outflow.
• Ensure Staff are trained on product knowledge and
requisite certifications.
• Income to be generated at a customer level.
Interaction Quality • Achieve Quality benchmarks defined from time to
time.
• Complete and accurate capture of call interactions,
including profiling thereby aiding relationship management.
Audit and Service Quality • Ensure all laid down system and process are
followed as stipulated by Audit and Senior Management
• Ensure accurate and timely submission of financial
transactions.& requests.
• Adherence to set processes of updating customer
interactions in CRM next.
MIS – Reporting • Ensure timely submission of Customer base review
/ reports as requested by Central Team / Senior
Management.
Educational Qualifications (examples listed
below)
Key Skills(examples listed below
💡 Quick Summary
Seeking a career-building opportunity? The Phone Banking Officer |Service Assurance team position is now open for candidates interested in the Bank Jobs sector. This role in Thane offers a professional environment and growth potential.
Requirement Snapshot: Candidates should possess basic communication skills, a proactive attitude, and the ability to work in a team. Experience in Bank Jobs is a plus.